Lenovo Support Plan
CUSTOMER ONBOARDING QUICK GUIDE
US AND CANADA
LENOVO
ENTERPRISE BUSINESS GROUP | 2014
LENOVO SUPPORT PLAN
Welcome to Lenovo!
We welcome you to our Lenovo Technical Support Services team, and look forward to serving you in the years to
come. As part of the Lenovo acquisition of IBM's x86 server business IBM will continue to provide maintenance
delivery on Lenovo's behalf for an extended period pursuant to the terms of a five-year maintenance service
agreement with IBM. Our customers will not see a change in their maintenance support.
For more information on LENOVO'S SERVICE COMMITMENT see: http://shop.lenovo.com/us/en/news/ibm-server
Technical support is an important part of the total Lenovo customer experience. We developed this quick guide
document to make your transition to Lenovo Support Services as easy as possible. In it, you will find contact
numbers, resources and guidance on how to best navigate the Lenovo and IBM technical support structure.
Thank you for your business.
Lenovo Sales and Support Contacts
Sales Team
This team has primary responsibility for selling to and supporting our customers. The Sales Team also has overall
responsibility for customer satisfaction.
Name
Title
Phone
Email
Technical Sales Team
Technical Sales Specialists are responsible for proactively promoting products, solutions and technology sales by
working with and establishing partnerships with key customer technical personnel. They provide detailed technical
information to assist with the sale.
Name
Title
Phone
Email
Local Hardware Service and Support
This team is responsible for resolving customer hardware and/or software problems with our products, solutions and
services. These team members may use the diagnostic and maintenance packages plus tools and system fix
databases to resolve technical problems. They may also provide consulting, architectural, design, installation and
other billable services as needed.
Name
Title
Phone
Email
Service Delivery Manager
National Duty Manager
800-IBM-SERV
OPTION 1
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LENOVO SUPPORT PLAN
Overview of Support Services
The following table gives you a high level overview of the support types available for all Lenovo System X clients and
Business Partners in the U.S. and Canada.
Foundation Support
Service
Details
Service
Type
Online Electronic
Web Support
Warranty and
Maintenance
Support
Software or “How to”
Support
Client
Enablement Services
No charge
24 X 7 X 365
No charge
during warranty
period
(24 X 7 X 365)
Fee-based
(24 X 7 X 365)
Pre and Post Sales
Services
Fee-based
Electronic Service
Agent™ - Tool to
monitor hardware
events.
Firmware and
microcode updates.
Service
Description
Enhanced Support and Services
Submit a Service
Request Online - for
products still under
warranty or support
agreement.
Global team
Global team
Report a hardware or How-to, usage,
suspected software
configuration and
defect problem.
installation support.
Problem identification Operating systems and
and determination.
applications.
Access to product
engineering for the
life of your warranty.
Global team
On site Professional Services
Technology Deployment and
Consulting
Proof of Concept, Proof of
Technology implementations
Software defect support.
Scalable support
offerings.
Technical Training and Skills
Transfer Services
Managed Services
Support Subscriptions *Product warranties
may vary by product.
Stay informed and
personalize your
support experience.
Warranty lookup
Access
Support
support.lenovo.com
support.ibm.com
1-800-IBM-SERV
(Option 1, 1)
1-800-IBM-SERV
(Option 2, 2)
ibm.com/systems/x/services
x86svcs@lenovo.com
ibm.biz/SystemXESS
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LENOVO SUPPORT PLAN
Engaging Support Services
Your First Step: Access Online Web support
The Online Web Support Portal (support.ibm.com) delivers comprehensive, up-to-date technical information for your
specific support needs. You now have multiple ways to navigate through technical information, categorized so you can go
directly to the System X product support you need.
Getting started is easy:
1.
2.
3.
Go to the Lenovo Product Support
site (support.lenovo.com) – or
directly to the IBM Support Portal
web site (support.ibm.com)
Select the products of interest
View your page!
To access tools requiring registration and
contract-related information, follow the
sign-in link and login using your IBM ID. If
you don’t have an IBM ID choose ‘Register
now’ in the sign-in box.
Be sure to subscribe to IBM “MY
NOTIFICATIONS” to get proactive email
update and other recommendations that
are tailored to YOUR IT environment.
You can register for the alert system to be
notified of new firmware releases and
critical updates, by accessing the following
URL: http://www01.ibm.com/software/support/einfo.html
ToolsCenter is a collection of server
management tools to help manage your
Lenovo System x and BladeServer
environment. ToolsCenter makes
managing your server environment less
complicated, more productive and cost
effective
ToolsCenter can be accessed at the following URL:
http://www-947.ibm.com/support/entry/portal/docdisplay?lndocid=TOOL-CENTER
Under the Diagnostics section you will find instructions for the Dynamic System Analysis (DSA) tool used to collect and
analyze system information to aid in diagnosing system problems.
ToolsCenter InfoCenter provides Online documentation for ToolsCenter tools and can be accessed at the following URL:
http://publib.boulder.ibm.com/infocenter/toolsctr/v1r0/index.jsp
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LENOVO SUPPORT PLAN
Your Next Step: Placing a service call
Call IBM Service at 1-800-IBM-SERV (426-7378). After the service entitlement process, you will
be connected to your IBM Remote Technical Support Center Representative, who will help diagnose your hardware
problem and, if not resolved, will create a plan to resolve it, including recommending parts (if appropriate) to the IBM
System Services Representative (SSR) responsible for supporting your IBM hardware. The Service Delivery Manager or
National Duty Manager can assist you with any service issues.
Submit a service request online
Entitled customers* with Support Line contracts, maintenance agreements, and/or warranty may submit a service request
for hardware or software problems directly to IBM without having to call 1-800-IBM-SERV.
The Electronic Service Call (ESC+) service allows customers to track the service request's progress, update the
problem ticket, and close the ticket. The link to “Open a Service Request” is located at the IBM Support Portal and can be
accessed using the following URL - https://www-930.ibm.com/support/esc/signin.jsp (you will need a standard IBM ID)
Working with your remote technical server representative
Before contacting support
To help support technicians more quickly determine/resolve your problem, please have the following information available:
 Your server’s machine type, model, and serial number
 BIOS, firmware and microcode versions (if appropriate)
 Other pertinent information such as error messages that you
have received and/or logs.
 For Software Support, the customer number, Software Support
entitlement number and/or Passport Advantage (PPA)
entitlement number.
 A definition of the problem: Being able to articulate the problem
and symptoms before contacting support will help expedite the
problem solving process. Helpful background information might
include:
- Has the problem happened before?
- What steps led up to the failure?
- Can the problem be recreated?
 The problems business impact (defined by severity). To the
right are guidelines for choosing the correct severity level.
 Ensure someone is available to work with IBM support at the
machines physical location.
Placing the call
After you have gathered the appropriate information, you are ready
to place a call. Dial 1-800-IBM-SERV and select the appropriate
option:
HARDWARE: Use Option 1 (HW) for warranty-related hardware
issues. Resolving these types of calls may involve updating or
replacing microcode/device drivers to assist problem determination.
Severity 1
CRISIS
The system (or a major application
or component) goes down, critically
impacting a client’s ability to do
acceptable business. No bypass
alternatives are available. Severity
1 requires total commitment of
equipment and personnel by the
client and vendors to resolve the
problem.
Severity 2
MAJOR
A problem that causes a severe
operational impact. Bypassing the
problem is possible but not
feasible. Severity 2 requires that
the failing component be made
available for repair.
Severity 3
MINOR
Any problem causing restricted
function or minor impact on
performance. Bypassing the
problem is both possible and
feasible. Deferred maintenance
may be acceptable.
Severity 4
A circumvented problem. The
BYPASSED problem’s impact is non-critical and
does not affect operation. Deferred
maintenance is acceptable.
SOFTWARE: Use Option 2 (SW) for fee-based software support, including questions on installing, using, and
configuring both the software and the hardware. Use this option for support with the SAN Volume Controller (SVC).

After you have selected your option, your call will be passed through to an entitlement agent.
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LENOVO SUPPORT PLAN

You will be asked for entitlement information, such as your system serial number or your customer number, so that we
can verify your entitlement to the service.

Once confirmed, we will then ask you a few questions to help document the problem you are experiencing then transfer
you directly to a technical specialist.
IMPORTANT: Record your case number then verify it with the support staff, who can dispatch a hardware Customer
Service Representative if necessary. They may request that you provide log information.
Collecting and Sending in Logs for the Problem Determination Process




It would also be advisable to collect a DSA log. If the situation involves a chassis or flex, it would also be a good idea
to collect the Service Data.
After you have recorded you case # (7 characters) you will then be able to submit any logs for analysis
All logs should be sent in using the Data Repository tool or ECuREP - http://www.ecurep.ibm.com/app/upload
Once you have submitted the log, you must call back in to support to continue working the case and to have the log
analyzed by one of the agents
-
Level 1 support direct call back # is: 800-627-9461
-
Level 2 support direct call back # is: 877-687-7754
IMPORTANT: IBM/Lenovo is not responsible for lost data or software and is not required to advise or remind you of
appropriate backup, security, or other procedures. Before repairs are made to your Systems™ or System Storage™
device, it is your responsibility to:
•
•
•
back up all data and software on the system
remove any removable media
reload data and software
Escalation
At any time while you are working with a remote technical support representative and are not satisfied with the level of
support, you have the ability to request that the case be escalated. It is best to work with Level 1 for the initial phase, as
they are responsible for gathering and analyzing the appropriate problem determination data.

If you feel the case is not being handled properly, ask that the case be escalated to Level 2 support or ask to speak
to a Team Leader.

You will know your hardware case is being escalated when support begins to refer to a PMR # with the following
format, 12345,W01,000. Level 1 and Level 2 support use the 7 character case #, but our Product Engineering (L3)
team will refer to the PMR #.

If you are still concerned about the progress of a case or you are having issues with the technicians that have been
dispatched in the field, you can call our National Duty Manager (NDM) at, 800-426-6710 option 1,4. Both the NDM
and Team Leads are available 7 X 24 X 365.

If further escalation is still needed, reach out to your account team and we will open a formal complaint (CMT) on
your behalf, which will be assigned to one of our Designated Resolution Owners (DRO)
Terms and Conditions
The Lenovo Statement of Limited Warranty – Lenovo License Agreement related to the base warranty of systems can
be found at: http://support.lenovo.com/us/en/warrantylookup/warrantypolicy_pc
Services Warranty Service Agreement terms and conditions for warranty extensions and upgrades can be found
online at: http://download.lenovo.com/lenovo/lsw/ls_wsa_us_en.pdf
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LENOVO SUPPORT PLAN
Warranty Look-Up
Warranty status and expiration of a machine can be verified using the following link:
http://www-947.ibm.com/support/entry/portal/wlup

You will need the 4 digit Machine Type and serial #
Web Resources
TECH SUPPORT
Lenovo Corporate
http://lenovo.com
Lenovo Welcomes IBM x86 Business
http://www.lenovo.com/transactions/x86ibm/
Web Support Portal
http://support.ibm.com
Open a Service Request
http://www-947.ibm.com/support/entry/portal/Open_service_request
Hardware Technical Support
1-800-IBM-SERV (426-7378), Option 1 (no charge for in warranty)
Software /How-To Tech Support
1-800-IBM-SERV (426-7378), Option 2 (fee-based)
Not Sure?
1-800-IBM-SERV (426-7378), Option 2
Redbooks
http://www.redbooks.ibm.com
Firmware Best Practices Guide
http://www-947.ibm.com/support/entry/portal/docdisplay?lndocid=migr-5082923
MY NOTIFICATIONS Alerting
http://www-01.ibm.com/software/support/einfo.html
WARRANTY
Warranty Look-Up
http://www-947.ibm.com/support/entry/portal/wlup
Lenovo Statement of Limited Warranty
http://support.lenovo.com/us/en/warrantylookup/warrantypolicy_pc
Services Warranty Service Agreement
http://download.lenovo.com/lenovo/lsw/ls_wsa_us_en.pdf
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